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It all seems so easy. You go to the mall and emerge with a highly-discounted DirecTV or PrimeStar satellite kit under your arm. It only costs a few hundred dollars and you get great reception. Cool. There’s only one cloud: Chances are you signed a binding multi-year agreement that basically commits you to pay off the rest of the cost of the satellite gear and installation. (That few hundred you paid in the store is just a deposit). If you cancel the service, you still have to continuing paying for the equipment. It’s all in the contract – and it’s a lot better to read it now than later.
Fredrick of Upper Marlboro MD (05/13/08)
On March 17, 2007 we cancelled our DIRECTV services due to Directv's system interoperability issues with our Verizon FIOS telephone system. We were told at that time we would be charged an early cancellation fee. Last year, we raised with DIRECTV various technical problems we were having with our current system and its interoperability with our Verizon FIOS, such as downloading movies on demand and uploading the current Eastern Standard times, etc. For several hours over separate, repeated telephone calls, DIRECTV tried to perform trouble shooting. To no avail, DIRECTV sent out a technician who couldnt resolve the problem. As a remedy, DIRECTV replaced our current system that we paid for (owned) with a new High Definition system at no cost. However, we were still having technical problems such as ordering movies with our remote.
We called repeatedly about this issue and were told by customer service representatives that your system could not work with Verizon FIOS and that I needed a land line. Furthermore, there wasnt any indication of when our system would be interoperable with Verizon FIOS. We disputed the early cancellation fee of $162.00 because at the time when we received the High Definition system we do not recall being told there would be a two-year commitment.
In addition, we have shown our commitment of being loyal customers with DIRECTV for over 10 years, including our current residence address and our previous address. Because of our long standing relationship and their desire to have customer satisfaction first, we requested a courtesy waiver of the cancellation fees.
During the week of April 10, we received a letter from Directv saying we still owe $162.00 because we did not meet our service commitment. We called on April 17 to request a copy of the commitment that we agreed to or to hear a recording of the commitment. We were told that we would get a returned call in a week. It is now May 13 and we still haven't received a returned call.
James of Leominster MA (05/12/08)
After recently dealing with my Mother's death, I called to cancel her service. It seems that she had called recently to shutoff her service because they had increased their rates again and she was retired and on a fixed income. Directv offered to decrease her bill by $10.00/month, therefore locking her into a 12 month contract. Please keep in mind that my Mother had Directv for easily 7 years.
They forced me to deliver a death certificate in order to avoid a penalty being applied to her estate. I offered to send a copy of the obituary and nothing but a death certificate would do. Very callous and very disrepspectful in my opinion. I am hoping that people will read this and understand what type of company they are thinking about dealing with.
Mental anguish is about all the damage I received, but people need to know what I went through as I believe it was unconscionnable.
Shirley of Fancy Farm KY (05/11/08)
I have been a long time customer of Directv and was very pleased with the service until the last year when I upgraded to HD-DVR in March 2007. I spoke with a man on the phone to obtain this upgrade. I asked specifically if I would own the equipment or would this be rental as I was an old Primestar customer so all my other equipment was owned by Directv and I was never charged for service calls. I was assured that nothing would change in that regard. I never received a written contract. I assumed I was extending my contract for a year but was never told as much. The HD-DVR gave me trouble so I had to call in a lot.
In November 2007, the system stopped working completely, so they sent technical support to repair it. About 2 months later I received a larger charge from Directv to my credit card than ususal. (I was using auto bill pay to my credit card.) I called Directv. I was told that I owned the equipment and therefore had to pay for service charges when something went wrong. I was very upset and told them as much. I asked at that time when my contract would be up so I could to another company. I was told March 2009. I continued to raise my complaints until they offered to drop the service charge if I would purchase the maintenance agreement which I did. I also dropped my auto bill pay by credit card and started to pay by check.
In March 2008 the remote stopped working, so I called again. The tech worked with me on the phone to try to get the remote to work to no avail, so they sent a new remote which would not work either, so they had to send a new receiver which I installed myself. Shortly thereafter I received notice that my bill would be going up so I called Directv on April 13, 2008 and spoke to Jason, ID#410441, to see what it would cost to have my directv disconnected early. He checked and told me it would be $137.50. As I did not think this was too high, I told him to have my service disconnected asap. He told me they would send me boxes to return my equipment. I questioned this since I thought I owned the stuff. He said no, it was leased (somebody lied).
I told him that started the whole reason for my wanting to get away from Directv as I could not trust them. I told him to bill me the $137.50 and I would return the equipment but if they wanted the dish they would have to come get it as I cannot get that off my house. They said they did not want it. I went ahead and had cable installed and then received a bill from Directv that said I owed 0.00. Looking on down the bill, it indicated $484.84 was charged to the credit card I used to use for auto pay. I never authorized this. I called Directv and spoke to 3 different individuals and all 3 gave differnt information. One told me I had 2 contracts, one that expires in 3/09 and another contract that started in 3/08 when I received the replacement receiver that would not expire until 3/10. I exploded at that point. I told them I have nothing in writing to this effect and I will not pay the $484.84. I will pay $137.50. I was told by the second person that I would pay and there was nothing I could do about it and the third told me to write a letter of complaint and he would also try to get the amount waived and I would hear from him within 7 days.
That was 4/30/08 and it is now 5/11/08 and I still have not heard from him. I had to call my credit card company and dispute the charges, cancel that card and get a new card issued. I am contacting the State Attorney General as well as the Better Business Bureau. I would love to find an attorney to take legal action against Directv. People need to know about their underhanded actions before they get in as deep as I have and these other folks listed in this forum. This company needs to be made accountable for their illegal actions.
I guess I will eventually have to pay the $484.84. I have had to cancel my credit card, file disputes on my credit card. I have not been able to sleep over how companies such as this are allowed to operate in this country.
S. of Mountain View CA (05/09/08)
May 9th - The technician who arrived today to supposedly replace our broken DVR, replaced it with a normal receiver and charged us $176.00 for the same. We did not authorize this. DIRECTV is charging me for replacing a broken piece of equipment that they sold me and replaced it with the wrong equipment! This amounts to fraud! Directv has been unhelpful in this regard, they keep hanging up on us as no one wants to take the responsibility.
Four full days of wasted time. Distress caused by customer service trying to place blame on me, waste of time, money. Directv has broken its contract and refuses to refund me for lost time and will not pick up their equipment without laying heavy cancellation charges.
Juan of Costa Meas CA (05/08/08)
Signed up for Direct TV with the verbal understanding that I have 3 days to cancel my service, for any reason. On 3/2/08, installer attempts to set up Direct TV at my home, started at 0900, finished at 1500, then declares system is functioning properly, then presents contract for my approval and signature, which I signed. After brief evaluation and use, my family and I decided that we were not happy with service, called Direct TV 1 day after installation to cancel service, was informed that I had 24 hours to cancel service, which contradicts original statement of 3 days to cancel service.
After returning all equipment to Direct TV, there is still an outstanding bill due, which involves my bank account, that I should not be obligated to pay.
Rafael of Staten Island NY (05/03/08)
I'm a subscriber of DirectTv for the past 8 years. I've never been late with my payment. I have the highest package they offer and pay I think too much. My compliant is about there technical service which I also pay for. Since January of 2008, I've been requesting certain repairs for my service. At the start the techs would show up and not repair the problem. Weeks would go by contacting the company to please repair the problem. After 7 different techs, and replacement of equipment, it was fixed.
Now, I'm having problems with some equipment again. I contacted them on Thursday the 24th of April, they told me We will have a representative contact you within 2 hours to schedule an appointment. 6 calls later I've yet to receive an appointment for the repairs. Well, I called to see what I needed to do to cancel my service and they're telling me that I have to pay $400.00 plus this months service. I looking for someone to mediate & justly correct this situation so that I may move on with my life. Thank you.
Stress,frustrated, anger, high blood pressure, high blood sugar,etc.
Fred of Holly Hill FL (04/30/08)
After receiving a second notice from Collecttech Sysems, a debt collection agency being used by Direct TV I informed them that I was in dispute with Direct TV and to stop contacting me about this debt. They told me they will still contact me to collect the debt.
The other part is that Direct TV should have never contacted them as Direct TV helped themselves to my money in my checking account without my authorization or knowledge so how did I miss a payment? Why didn't Direct TV just cut off the service. I believe I'm being harassed by Collecttech Systems and I believe they owe me 1,000 dollars for violating the Fair Credit Debit Act as I informed them in writing that I was in dispute with DirectTv and to stop contacting me which they have failed to listen one time thus far-to date.
Inconvenience, stress, annoyance which can affect my medical condition of seizures.
Mark of Mount Victory OH (04/30/08)
Direct TV: Deceptive and misleading marketing practices We were deliberately deceived and not told all the truth about the real cost of Direct TV's service after their special $69.00 four month promotion. We were never told the outrageous high cost of these satellite services after the four-month promotion. For instance, NFL Direct Ticket by itself was going to cost $259.00 to continue. Similar high costs were also associated with continuing all Direct TV's services after the special $69.00 promotion. Even the basic Direct TV package with no extras was costing us more.
On Thursday April 24, 2008 Direct TV went into my checking account without my knowledge, permission, authorization, or notification and removed $223.66 from my account for early cancellation fees. Our cancellation was justified, put simply, Direct TV's $200.00 early cancellation fees are unjust and gained through deceptive and misleading marketing. Thank you for your help, I would like to prevent other from such deceptive and predatory marketing.
Poor service & product after the 4-month promo. Direct TV into my account without my knowledge, permission, authorization, or notification and removed $223.66 from my account for early cancellation fees.
Dan of Cooper City FL (04/29/08)
Called to cancel service and was told that because we had a new receiver put in back in Feb 08, this automatically signed us up for a 2 year contract which would cost $420.00 to get out of. My complaint: The new receiver was put in by a service tech after he failed to fix a poor reception issue with the old one. Its not like we WANTED a new box.. we HAD to accept it in order to get a clear picture. Explained all this to Directv on the phone and in an email, but they didnt budge.
$420.00 to get out of a 2 year committment we didnt know was in place, and for which we would not have agreed to had we had a (reasonable) choice.
Jack of Rancho Palos Verdes CA (04/29/08)
I live in a 396 unit apartment complex that formerly provided cable TV but a few years ago the entire complex was converted to Directv. This is my only choice of TV reception. The complex provides very basic limited local service and I pay aproximately $53.00 per month for a second converter box and access to other non local satellite channels but NOT any premium channels such as HBO, Showtime etc. I just received a letter informing me that effective May 11, 2008 all subscribers will now be charged $24.00 quartely or $80.00 annually for a Protection Plan.
This sounds like a total scam to me and another way of fleecing the consumer. These people have nickle and dimed me so much I dropped the premium channels in the past and if I didn't have grandkids I'd drop the whole thing. The interesting thing is when I called this company to complain I was told that I could choose not to accept the protection plan (of course there is no mention of this in the letter) but I will be billed a very high rate ($70.00 p/hr) for service and have to pay the cost of all equipment replacement should any equipment fail. I could pay the protection plan rate for years(I'm sure they will bump it up again even higher) and never need to utilize this Protection Plan (sounds like the mafia)or wait until something goes wrong and pay through the nose for something I've had all along for free.
My complaint is that the letter does not stipulate an option and should something go wrong with the equipment we already pay too much for what we get and they should fix/repalce it for free. That would be customer service. I'm hearing that soon I may have another TV option through Verizon and if that is the case it's adios to Consolidated(not so)SmartSystems. Just want to go on record in case you get additional complaints. Thank you.
Right now if I have a problem they fix it for free. I don't recall ever having a problem that required fixing but in the future if I don't pay this annual fee I will have to foot the bill for such repairs on their equipmeent and this is a economic disadvantage/hardship.
Doug of Cincinnati OH (04/28/08)
Heres my DirecTV nightmare I signed up in February 2008 through DirecTech, an MDU (Multi-Dwelling Unit) installer/reseller for DirecTV. Since we live in a condominium complex, we needed to go through the MDU people. DirecTV and Cincinnati Bell work together to combat the cable companies, and offered me an extra $6/month off my DirecTV bill, provided youre a Cincinnati Bell customer too. So, when I received my first DirecTV bill, I called Cincinnati Bell and gave them my DirecTV account number.
The first problem was that I was not receiving the free HBO, Cinemax, Starz, Encore, and Showtime I was promised for the first 3 months of service. I didnt notice it at first, since we dont watch many movies, but I had to call to have that turned on when I noticed it. Within the first week or so, I noticed the picture flickering on most channels, especially during commercials. This flickering was occurring when the picture changes (when you watch TV, the picture is always changing). Sometimes, it was white/opaque vertical lines, and other times these lines would resemble the image that was just on the TV screen. In either case, it would just be visible for a fraction of a second. Nonetheless, it was enough to be annoying.
So, I called DirecTech and had a technician come out. He installed some boosters on the lines. That did not work. Same problem. I was watching Family Guy the night before and it was REALLY flickering during that show, so I threw a tape in the VCR so I could show the technician the next day. I played it for him and he acknowledged there was a problem, but he said, I really dont see much of a problem? As far as I was concerned, it was blatantly obvious, but he just shrugged it off as nothing he was really interested in. Right around this time, I realized I still had not seen my $6 credit for being a Cincinnati Bell customer. I just received my third bill from DirecTV, but no $6 Cincinnati Bell discount. Hmmm. Back on the phone!
I did a 3-way call with DirecTV and Cincinnati Bell. They both reported that it takes up to 3 billing cycles for the discount to show up. Ridiculous! Back to the flickering problem Frustrated, I took one of my receivers to a friends house and hooked it up to their DirecTV dish and television. The flickering problem happened there, too! I wanted to rule out my televisions, coaxial cable lines in our condominium building, the MDU dishes, and even electrical interference in our electrical lines (including power strips and surge protectors). Consider all that stuff ruled out! I even left the receivers on all the time to see if that might make a difference. Nope, flickering still happened!
At my wits end, I called DirecTech again to request new receivers. They sent out a technician again and he installed new receivers. It was the same guy as before (the guy I played the Family Guy tape for). Again, completely uninterested in the problem, he just hooked up 2 new receivers, called to get them activated, and left. He didnt even take the old receivers. I asked him as he was on his way out the door if he wanted the old receivers, and he said DirecTV would send a prepaid FedEx box to me if they wanted them back. Unfortunately, the new receivers were doing exactly the same thing. Talk about being disappointed! Since the new receivers were doing the exact same thing, I decided that I couldnt handle this; Im canceling my service. Thats when the real fun started I called DirecTV to cancel the service and spent 45 minutes on the phone with 2 people arguing over breaching the agreement.? I explained to them that I had a signed agreement that says I can return the equipment within 14 days of downgrading or disconnecting my programming in lieu of any charges.
Here is exactly what my signed agreement says: Consequences of Your Failure to Maintain Agreement: If you fail to maintain your programming commitment, you agree that DIRECTV may charge you a prorated fee of up to one hundred fifty U.S. dollars ($150) for standard receivers and up to three hundred U.S. dollars ($300) for advanced receivers. Within 14 days of downgrading or disconnecting your programming, you have an option to send all of your DIRECTV System equipment (receiver[s] and remote control[s]) to DIRECTV in lieu of this payment. The equipment, including the Access Card inserted into each DIRECTV System Receiver unit, must be returned to DIRECTV in good working order, normal wear and tear excepted. Visit DIRECTV.com or call 1-800-DIRECTV for details. Now, what does that mean? If you ask DirecTV, it means I can cancel my service within 14 days of being installed. If you read it, it means I can cancel my service and I have 14 days to return the equipment without being charged.
Like I said, I spent 45 minutes on the phone arguing over this signed contract. Even though I was holding it in my hand and reading it to them, they denied its existence by saying, we dont have people sign anything; we have verbal agreements.? I said, but I am hold it in my hand, it has YOUR logo on it.? He replied, the installers sometimes put our logo on their paperwork.? Whose fault is this? Well, this was 45 minutes of wasted time; all they would say is if I got billed an early termination fee, I could write a letter to the Billing Disputes Department. I was offered another service call and/or $10/month off for the next 6 months. I didnt want to terminate my service, send the equipment back, abide by the agreement that I signed, and possibly get a bill in the mail for canceling early. So I kept the service on and slept on it.
Next day, I decided that I really did like the channel selection DirecTV offers, so I thought I might try one of my parents old DirecTV receivers, as theirs never presented any problems. Problem is, you need a new access card. So, I called the Access Card Department, explained the whole situation, and that I was attempting to fix a problem DirecTV or DirecTech couldnt fix. He was willing to send me out an access card at no charge, but he needed the receiver ID. I asked him if I could do a 3-way call with my mom and she could just read off the information from the receiver. Unfortunately, she was not home. So, the guy I was talking to said he would document all this (including offering me a free access card), and he would put it in the top notes? so they would see it right away for when I called back with the used receiver information.
Next day, I called mom and asked her to read me the receiver information and mail the receiver to me. I called DirecTV right after that and was told that there was NO WAY I could ever have an access card for no charge. Then I asked why I was told just the day before that I could, she said she didnt know why I was told that but access cards are $20, and that was NOT NEGOTIABLE. Before coughing up $20 to fix DirecTVs mistake, I said that I would take that $10/month off for the next 6 months that I was offered a couple of days ago. Now are you ready for a good laugh? Her response to me was, That was a time-sensitive offer, only good during the conversation with that person at that time.? After this whole thing blows over and is just a memory (more like a nightmare), one thing is for sure: DirecTV has lost a customer FOREVER.
George of Ft. Lauderdale FL (04/27/08)
On November 23, 2007 I purchased a DirecTV D10-200 receiver on eBay. This unit, ID: 0003 2280 3594, was purchased as is and used. I have the receipt for the purchase of this unit in my possession and the transaction information appears on my eBay statement. On January 11, 2008 I decided to activate this unit and in order to do so I purchased an access card for this unit per instruction of the customer service agent at DirecTV so I could then use this device.
On or about the 23rd of January I noticed a lease fee on my bill but thought this was just the monthly fee for using the extra device. I was never told that this would be a leased unit either by the seller on eBay nor the customer service agent for DirecTV nor was I told I would be locked into another 18 month commitment to DirecTV.
On April 12th I called to cancel service and was notified that I was held responsible for this agreement and would have to pay for this. I do not have nor was I provided a signed receipt showing I agreed to this nor was I ever provided any information to this effect. On April 19th, unbeknownst to myself, my American Express Card was charged the amount $317.01for what has been invoiced as an early cancellation fee. At no time did I give DirecTV authorization to debit my card for this in fact I refused this fee and told the representative on the 12th of April I would be disputing this.
I am disputing this charge for the additional 18 month commitment as I have had service with DirecTV since 2006 and have fulfilled the original service commitment. Additionally I am disputing the lease charges for the receiver that I had purchased from eBay and have been charged by DirecTV for. Youre assistance is appreciated in this matter.
Unautherized charges to my credit card caused me to cancell the card in fear of additional attempts to defraud me by DirecTV.
Stephan of Manchester VT (04/26/08)
Last year we purchased the exhorbitantly priced MLB (WARNING-IT SELF RENEWS!)package soley to watch the Yankees. We had numerous game black outs and decided to upgrade to the premium package for the YES network. All went swimmingly for about a week than an error message appeared on the screen. After an hour on the phone with tech support, I transfered to some supervisor that offered up a bunch of excuses why we could not get the games, at first because we were in the regional area or the we out of the area and had to buy the MLB pack. Why it worked for a week she could not explain. So, after 20 yrs as a Directv subscriber, I will move over to cable. At least i won't lose the signal during bad weather and i will have the broadband to watch the game on MLB.com.
severe emotional distress as i cannot watch the yankees. Try and read the fine print with Directv before you agree to any changes, it is confusing. Customer service is a joke and i believe they intentionally drag things out to infuriate us, hoping we will get fustrated and give up.
Bilkis of Richmond Hill NY (04/25/08)
I have signed a year long contract with DirecTV. Upon cancelation they are charging me a early cancelatioon fee for the amount of 282.65. I asked them to provide me a copy of my signed agreement where it says that I am signing the contract for two years. Instead they replied me saying that agreement was verbal and they don't need my signature for that.
I never had any verbal agreement with anyone with DIRECTV. Besides I wanted to see these therms and conditions on my signed agreement not after signing an agreement. This is not a proper way of doing business.
There is a balance of 282.65 and DIRECTV complained against me to a collection agency and now the collection agency is going to report it to the credit report which will affect my credit score.
Carlos of Cypress TX (04/22/08)
I have been a DirecTV customer since 1996, starting with as a Primestar customer. DirecTV back then was known for their superb service. As a primestar customer, I received special perks that were on my contract, such as the ability to have up to 6 receivers for the same price, the monthly magazine, etc. As time passed, they changed my pricing, removed the free magazine, and made other changes. Since I did not read the magazine, I let all those issues go. In 2006, I started experiencing problems with my existing equipment. I went out and bought an HD unit from Best Buy and paid for the equipment myself.
I contacted DirecTV to get new equipment and they wanted to charge me over $800, I told them to cancel, and they called me back and gave me new equipment for free, except for another HD unit which I ended up paying for. Last year, they increased my bill by over $30, saying that my previous access was no longer valid and that they were now leasing me the equipment. After several heated emails, I decided to swallow that too, to avoid the hassle of changing over. Then they started charging an additional $10 for HD that was previously free, and by then I had it.
Last Monday I contacted them on their website to cancel the service as of last Wednesday. They did not do it. I contacted them three times since then and now they say that since I did not call (although I used their site to request disconnection), that I have to pay for service to today. In addition to that, they are charging me a $25 fee to disconnect because they claim that I agreed to a two year contract that I did not. As I mentioned earlier, it's not the fees, its doing what is right or wrong. Their business practices are questionable at best and I would not recommend anyone subscribing to their service.
Minor ($20 for service, $25 disconnect fee).
Donald of Townville SC (04/14/08)
I purchased a service contract with Direct Tv when I subscribed to the service. They told me this covered all repairs. But now I find out that it only covers replacement of the equiptment. I am leasing the equiptment from Direct on a monthly basis yet they tell me that if I donot have a maintance agreement and any equiptment goes bad that I would pay for the replacement. This is leased equiptment that they own. There is something wrong with this system. They tell you that because the equiptment is in your home we are responsible for its maintance.
I guess it is time to look at other options. Cable sends someone out if the box goes bad but not Direct Tv. Bad service anyone who has it BEWARE .
Abby of Los Angeles CA (04/09/08)
Directv's contractor shut off my pre-paid tv service on 01/14/08 in retaliation for my cancelling their internet service which did not work. Now Directv is trying to force me to use their subcontractor to turn my tv back on when I told them I will no longer use their service since they are unethical. They refused to refund my money from shutting off my service and send me harrassing bills now for $25.00 saying I chose to shut off my service. I did not shut off my service, their subcontract did. I want a refund and I will never use Directv again.
All the time and money I have spent the last three months trying to get them to refund my money and the penalties they have incurred by sending me harrassing bills - they owe me well over $1,000. I will settle now for $1,000 and to never deal with Directv ever again.
Ramiro of Paramount CA (03/26/08)
They told me I had 30 days to change my plans to cancel their contract but when I called them to cancel they told me I only had 24 hours.
To cancel I would have to pay 20 dollars each month for 18 months. That has affected me beacause at the time I dont have a job. I dont think its fair that I should pay that money.
J. of Wichita Falls TX (03/24/08)
I ordered the commercial choice package for my new sports bar on 2/26/08. I was promised 50% off the $151.00 commercial choice package for six months, Free Installation, and HD service if I purchased 3 HD receivers for $200.00 each. They billed my credit card $673.26 on 2/26/08.
When the installer showed up, he tried to charge my $400.00 for custom installation. I insisted on the free installation that I was promised. It took 3 heated phone calls, 1 week of time, and a new installation contractor until my service was up and running on 3/10/08.
Today, I received my first bill. I expected about $75.00 plus tax. The bill is $206.11. Once again, I called to inquire, and was told that my 50% discount had not been applied yet, and if I want HD service, they were going to bill an unexpected $49.00 per month.
Now, having my over a barrel, I have 3 choices. Pay the $49.00 per month for the HD service, discontinue the HD service, and eat the $673.26 that I paid for the HD receivers that are non refundable, or cancel the service all together, eating the $673.26 plus a $300.00 early cancellation fee.
Claudette of Bella Vista, AR (03/24/08)
In March of last year I signed a contract with Direct TV, as there was no other option but satellite at that time. I was told it was a 1 year contract.
A week ago I call to cancel since I now have the option of cable. I was told that the contract was for two years but the rep said they would refer it to their review board because I had returned the HD box that made it a 2 year contract. However, they would not recend the two year contract.
It was never made clear to me that this was something I would be stuck with for two years unless I pay an unbeliveable amount of money to get out of it.
Pam of Ogilvie, MN (03/24/08)
In a nutshell, we've been through 8 HD receivers, dozens of techs, multiple dishes, entire days wasted waiting for invisible techs, hours of dealing with brand new techs who were clueless, longer employed techs who dread calling their office too, techs who finally show up and don't even have equipment with them, and false information given as to billing.
The other day I called to ask what the Ultimate TV Monthly charge of $10 was for and was told it's for the Guide channel and the listing of your recorded programs.
For $100/month, you're telling me I can't have the guide channel for free? The next person told me that the same charge was for a receiver we haven't had for over a year. Then when the latest teenage tech came out and he phoned the office to ask if he should bring back the old receivers from our home, they said, No, they own those. So if we own them (and they were old), why am I paying for them monthly?
I have written two different letters to the Colorado headquarters sent via Certified mail and the only satisfaction I ever get is the occasional We'd be happy to give you Showtime free for 3 months. Are ya kiddin' me? I don't need your Showtime, I don't even have any extra time because I'm usually on the phone attempting to fix DirecTV nightmares.
Krishnan of Belmont CA (03/16/08)
Direct TV sales person sold a package mentioning a grace period of 9 days to cancel without any charge (mentioned multiple times) if we do not like for any reason. The package was for 24 months agreement. We were looking for more small kids program and did not like it. So we canceled it within a week (within grace period). However the customer representatives disagreed with the grace period we were mentioned by sales representative and are charging a heavy $350.00 as cancellation fee. They are neither ready to track the sales representative or waive the charges. They consider the wrong information mentioned by sales person as unfortunate and sorry but still wants us to pay the cancellation fee.
Rosemary of Wheatland CA (03/12/08)
My Credit Card showed a $19.35 charge. When I called the Credit Card company, I was advised it was for either an Internet purchase or telephone purchase. I called the telephone number associated with that charge and reached Brenda, who said they are a 3rd party company that covers the Dish Receiver through Dish TV. I never authorized that charge and paid $5.31 each month to cover the cost of repairs. The Dish company received my credit card through a one-time payment I made over a year ago. They have now sold my credit card number to a 3rd party company to bill me bogus charges. I talked with Joseph at Dish TV, and all he kept asking for was my credit card number, like I want to give him that. Who knows what other charges I would get charged? What a rip off. Joseph wouldn't let me talk to a supervisor.
Who has the right to provide a customer's credit card number to a 3rd party company to bill bogus charges? This should not be allowed. Someone needs to be held accountable.
Ali of Los Angeles CA (03/12/08)
Back in May of 2005 my condo complex decided to convert all units to DirecTV, and I was one of the units. I picked a package deal that I thought was suitable for my household. This package came with more than 30 local channels. Ever since converting to DirecTV, none of the local channels have ever worked. When I noticed this problem, I made numerous attempts to resolve this issue with DirecTV by calling and also writing letters. The problem was never solved, and DirecTV told me that they are not responsible for problems and that I should contact my independent contractor for my condo complex. That was done, and on several occasions the contractor came to my unit and could not fix the problem with my local channels. The contractor was at my complex last on February 20, 2008. He spent an hour going back and forth, and at the end he told me that he cannot fix my problem at all. After that I called DirecTV and reported that the contractor could not fix the problem with my local channels.
Again DirecTV told me that they cannot do anything, and it was not part of their problem. My Channels 5 , 9, and 13 plus more than 20 others channels still do not work. I have missed some of my favorite shows, Laker games and so forth. DirecTV has not been helpful and has not presented a solution to my satisfaction. My receiver was replaced with a new one, with no result. This is not acceptable in any way. I have been making payments for an incomplete and unsatisfactory service for more than 2 years. Resolution Sought: I want a full refund on all my payments made towards DirecTV for this incomplete and unsatisfactory service. I will not accept anything else, since they cannot fix my problem.
I have been ripped off by paying for an incomplete and unsatisfactory service. I have lost money.
Amber of Bend OR (03/07/08)
I ordered Direct TV dish service under a bundle package with Qwest. The package was to include locals for an additional $4.99/month. On December 28, 2007, I had Direct TV service installed with locals according to my package and installer. I was supposed to get a DVR (which of course they seemed to have lost on the order), but once the service was installed and I turned on the TV, I realized something more--no local channels! Within the hour, I called Direct TV and asked why there were no locals. After hours on hold and talking to various representatives, I was told I could get a waiver for a local feed from LA or NY no problem within two weeks. After two weeks, (on 1/12/08) I hadn't heard anything, so I called Direct TV back and was told the waiver was denied. I told them I didn't want the programming without local channels and would have never signed up for the service if they had indicated to me that locals were not available. They told me I would have to dispute a $200 cancellation charge, and I said I would refuse to pay it because they misled me. I asked to talk to the credit department. They said "Our credit department does not have phones" and I would have to do it in writing. After writing them via email, I was told that I would not pay just $200, but actually the cancellation fee is $340!
I don't understand why I would have to pay such a huge cancellation fee when I notified them of my issues with their service within the three-day cancellation grace period, returned all the equipment, paid for my 18 days of service, and never got the locals I was led to believe were available. Still, Direct TV believes they are justified in charging me $340--that's the equivalent of six months of service, for 18 days of TV I did not want! The contract I agreed to was under the assumption I would receive local channels. They were misleading in getting me to agree to a contract when no locals were available to begin with. To top it off, since I refuse to pay, they are just going to charge my credit card on file from when I signed up for my Qwest service! Is there any recourse?
$340 cancellation charge plus $28 for 18 days of service. I have spent over 10 hours on the phone trying to resolve the issue and have been hung up on all but one time.
Paul of Escondido CA (03/02/08)
I was a DirecTV subscriber for 10 years and OWNED my equipment. I was having chronic problems with HD, and DirecTV authorized a service call. I was told that if my $1000 HD DirecTV/Tivo box were defective, DirecTV would replace it for the cost of the $79 service call. I confirmed this with the DirecTV rep. The service call determined the box was bad, without performing any diagnostics other than to ask me a couple of questions. The new box did not remedy the problem. When I called to cancel my service, DirecTV told me that I had entered into a lease agreement when I accepted the new box. I returned the box to DirecTV.
I never entered into a lease agreement, and I have for over a year asked them to supply me a signed agreement or a voice file, that shows I actively accepted a lease agreement. They have not done so. I have been sent to three collection agencies, and to each one I have demanded they stop their unlawful collection practices. They all have. On Feb 25, I received a letter directly from DirecTV, demanding that I pay the penalty. Please help.
Hours wasted spent on the phone and writing letters, trying to correct and dispute this unlawful collection.
Stephen of Panama City FL (03/02/08)
I had DirecTV for 18 months in California. When I moved to Florida, DirecTV Customer Service said in order to avoid an early cancellation fee of $268.00, I needed to get hooked up for the remaining obligated time (even though they didn't have any local channels). I hooked it up for the remaining 6 months; then, when the time was up I canceled my service and sent in my HD receiver. When I got a bill for early cancellation, DirecTV Customer Service said they restarted my 24-month obligation when I moved to Florida.
I have a bill that is due in March. I have sent a letter to dispute the charges.
Surisa of Fort Myers FL (03/01/08)
I applied to use the service of DirectTV since September '07. However, I have to move to another state so I canceled and returned equipment to the company. As is their policy, if I returned equipment they will refund deposit money to me. I returned them since November '07 but haven't received any refund yet today. I tried to contact the company and asked for the refund back. November, I called customer service and got informed that the company hasn't received equipment So I tried to call them several times and wanted to make sure that they received equipment. However, they still confirm that they didn't receive my equipment.
In December, I emailed through their website. The company replied that it may take 4-6 weeks to get the refund back to me. It's almost end of February now, and I still haven't heard anything from the company. I emailed them again and got a response that they will put me on priority by getting back to me within 8 business days! Is this their sincere priority? What happened to this company? I know it not a lot of money; the only thing I care about is the way they treat the customer. How many customers were treated like this? How many customers have been giving up the follow-up and just forget to ask for refund when DirectTV plays this game?
Regina of Saint Charles MO (02/28/08)
I have been a customer of Direct TV since August of 2002 and in Feb 2007 I ordered an HD receiver. In Oct 2007 I started having problems with that receiver not being able to get a signal. From Oct 2007 to Jan 2008 I've had over 5 technicians in my home to fix the problem but an hour or two after they leave, the problem is back. It's almost as if my receiver gets overheated and shuts down. Then it has to be unplugged from the wall & plugged in again in order to receive a signal. In addition, my sat dish, the receiver, and the multi-switch has been replaced but the receiver is still not working.
Every time I call Direct TV, I'm on hold for at least 30 minutes and then someone comes on the phone and talks to me like I'm three. I've even had supervisors hang up on me when they can't find a resolution. The last time a technician was scheduled to come out they called to confirm the appointment but never showed up. When I told one supervisor that I had to physically get up and unplug the receiver to get a signal she responded that at least I could get a picture and she didn't see a problem with me have to do that everyday and sometime 3 - 4 time a day.
After dealing with Direct TV for 4 months about the same issue, I decided to cancel my subscription. Well I got a live person in less than 2 minutes and when I refuse to continue my service the agent got really nasty with me and said they were going to bill my debit card for $482. I responded by saying, "So you're punishing me for not wanting to wait any longer to have my problem solved?" She said, no this was just the cost for canceling my membership. I asked for a supervisor and finally got one after asking for 15 minutes. The supervisor was very rude and said I hadn't given them a chance to fix the problem. So I asked how long should I wait and she said as long as it takes and then she hung up on me. I called back and got the same reply. I don't understand how they can get away with this. Plus I don't remember anyone from Direct TV telling me my contract would be extended by a year for ordering an HD receiver.
Robin of Houston TX (02/24/08)
I called to cancel my service in early February 2008. Issue #1. The representative informed me that there would be an early cancellation fee on the leased equipment. I stated I had been with DirecTV a year and he informed me that the HD DVR box required a two year commitment. I asked him to please fax me the document stating that I acknowledged this 2 year term. He stated it was in the Customer Terms. I then asked him to send me the signed Customer Terms where I acknowledged understanding their policy. He stated the customer terms is on the website. I told him that even though it is on the website does not mean that I acknowledged these terms when DirecTV installed the equipment.
Issue #2 - Two weeks later I checked my account and noticed that DirecTV had deducted $319.01 from my account, which I had not authorized. When I called DirecTV they said they could not credit the money back because again their customer agreement requires full payment upon cancellation. I communicated if this was the case why did the representative not communicate this while I was on the phone with him? DirecTV could not answer this question. I think DirecTV is very unethical and deceptive in the practices, and I will seek to put together a class action lawsuit if someone doesn't beat me to it.
Took $319.01 out of my account that was not authorized, which resulted in a bounced checks in NSF fees.
Joshua of Paramount CA (02/20/08)
I had continuous problems with my DirecTV DVR receivers. They were always willing to send me out what I was told would be a NEW receiver only to receive a refurbished one with more problems than the one that it was replacing. At no time was I informed that I would be renewing my contract with them every time they sent me a receiver. After the 4th receiver I asked about canceling my service since I was not able to use it most of the time anyhow. I was told that I would owe $24.10. This was based on a current bill of $11.60 and 1 month early termination fee of $12.50. I elected to move forward with having my service terminated under these conditions. I returned all of my receivers and then received a bill for $287 for 23 additional months of early termination fees. I have sent Dispute letters twice to DirecTV and once to Allied Interstate Inc. trying to resolve this issue.
DirecTV says they never received any letter, and I cannot talk to anyone in disputes. Allied says that DirecTV validated it, and they must collect. I am willing to pay the $12.50 that has not yet been paid per my agreement with DirecTV's representative on Sept. 17, 2007, when I canceled my service. I have copies of all the letters that were sent to DirecTV and Allied Interstate.
I have been sent to collections for a bill that is different from what their representative told me my final bill would be after cancellation. I now have this negative credit report on my record.
Vic of Jefferson City MO (02/20/08)
I have had ongoing problems with DirectTV's hd receivers since they started distributing them under their own brand. The latest problems started with a replacement receiver in September of 2007. It is a replacement that was required by them in order to continue to get service that I already had, but which still required me to commit to a 2-year service agreement. I have had problems with this receiver since getting it. The problems include certain channels not coming in, the guide not functioning correctly; it always reverts to the first channel in the line up regardless of what channel you are on. The hdmi chip is becoming non functional so I had to use other cabling. The receiver also frequently needs the channel changed because it is not differentiating whether it is on a high definition channel or not. I have contacted service at least six times, and the last time they told me they could not fix the problem over the phone; and a service tech would have to be sent out at a charge of $79.00. I said that I felt that this was a lemon receiver as I have had ongoing problems with the receiver. They said if it was the receiver I would have to pay shipping on a new receiver plus the $79.00 service call; the two- year agreement I committed to only included a 90 day warranty on the equipment. They would not send out a replacement receiver without first sending out a tech.
The cancellation department said that should I decide I want to leave DirectTV, I am forced to pay $400.00 in cancellation fees or live with this for another 19 months because of my commitment. I asked what DirectTV's commitment to me was, and they stated that they had no commitment to me. I believe they are intentionally distributing faulty equipment with the knowledge that they can bring in extra revenue, continually replacing it and extending contracts. I have been told my only recourse with them is through their legal department.
I will have to pay $400 in cancellation fees or live with faulty equipment for 18 more months.
Billy of Rutherfordton NC (02/13/08)
The golf channel merged with the PGA tour to provide exclusive coverage starting in Jan 2007 for the first two rounds of tournaments and even more coverage on other tournaments as well. They replaced USA network and ESPN in this area. Prior to this merger, you could order the golf channel in what they call ala cart, i.e. pay for it either monthly or yearly. Since the merger in jan 2007, you can no longer buy the golf channel ala cart but can only get it if you purchase their premium packages which cost at least $20.00 more a month just to be able to see the golf channel via satellite. This, I feel, is an unfair practice that the golf channel, the pga tour and the cable companies have conspired that punishes the consumer just so they all can make more money off just 1 cable channel because they give you no other options to choose in order to see the golf channel without having to pay this ridiculous additional fee for it. It was clearly available prior to the merger for the consumer to see this channel by either ordering it seperately via daily, monthly or yearly or in a package deal as well. Unfair disadvantage to the consumer, clearly.
Helene of Umatilla, FL (02/12/08)
We bought a house so we called Directv that we were moving. They said we needed to pay the current bill before they could proceed. After many calls and a lot of issues we decided to go with cable instead. In December we told them to send us our final bill and gave them the new address.
I check my checking account daily only to see that they had taken $144.45 out of my account. I had not given them any permission to do so.
When my husband called and asked them who gave them permission to charge the card on file they said that in April of last year they sent out a form that said if you don't want to allow Directv to charge your card that is on file, to sign and send back. We never received any paper like that and it seems that its backwards, that they should be have to require a signature for a recurring charges.
I decided to check my Directv account and it CLEARLY says: Recurring Payment: Not Enabled.
Eden of Pomona CA (02/03/08)
My cable remote control is not working, so I called direct tv customer service to trouble shoot the problem, to my suprise instead of guiding my husband on how to trouble shoot the problem JAVIER told my husband that the remote should be repaired and we have to pay $80.00. Then my husband told Javier that it's better switch to other provider than pay $80.00 and Javier replied back ok I will disconnect it right now. My husband's blood pressure has almost gone up the roof. These Direct TV people know I just renewed my contract with them and if try to disconnect the services we have to pay them $200.00. They know and have calculated the life of their equipments so they probably know anytime soon their equipment has to be replaced or repaired thats why they offered for a renewal. The remote is not working and it is just their job to do something with it without giving us the attitude.
The cable has just one channel so today Feb 3, no Sunday Superbowl. The anger that my husband had experienced with their customer service was unbelievable.
Lindy of Pasadena TX (02/02/08)
I canceled my DirecTV service and was told my balance would be $12 for an early cancellation fee. I get a bill in the mail for $250 for the early termination fee. I called DirecTV customer service who tell me that because I bought and installed a DVR, that my contract was extended to two years.
According to the customer agreement any changes must be sent to the customer in writing, and the customer has the opportunity to agree or not to the change. Their customer service agent informed me it was a verbal agreement, and I owe $250.00. I either had to pay or they would sent it to a collection agency and would report it to all credit agencies.
Besides all the work put in to try to get this resolved, if I don't pay, my credit will be severely harmed.
David of Norwalk CA (02/02/08)
I decided to end my nine year service with DirectTV and use the new Verizon FIOS service. When I called to cancel, I was told that I had a two-year commitment starting in 10/07 - when I added an HD receiver. I asked how was I committed to a two-year plan when I did not receive the box for free like a new customer but paid a $99.00 additional service charge? I was told that is how it works. I was then told that I would be billed $250.00 to disconnect the service and would need to return the HD box to them. I pointed out that I could purchase the exact same box online from Circuit City for $199.00. If I paid them an additional $250.00 for the box, on top of the $100.00 I already spent, wouldn't I now own the box? Their answer was no.
They will bill my credit card the $250.00 deactivation fee. I intend to dispute the charge. I am willing to send them back the box, but only if they wave the $250.00 charge.
Don of Paris TN (02/01/08)
I canceled DirectTV service. I paid them cancellation charges and sent the equipment back via FedEx. Now they say I did not send equipment back, and I owe them $120. They turned it over to a collection agency. What am I supposed to do? I did everything, and NOW they are harassing me.
James of Suwanee GA (02/01/08)
Before ordering the a new high def tivo receiver, I struck a deal with the operator to get a credit for $12 a month for 12 months to recoup the upfront cost of $299 for the receiver. I have already been a customer for years. Now I get the bill with no monthly credit shown. I have contacted DirecTV, and they have lied to me about anything offering a credit--saying it was never mentioned.
John of Berkeley Heights NJ (02/01/08)
I called to cancel my service after being a customer in good standing for over 5 years. I was told that there would be an early termination that I agreed to and was subsequently billed $440 for 2 HD DVR receivers. Neither at the time of upgrading to their HD service or when the boxes were installed was I told that there was a contract in place. One year after I purchased one of the HD boxes, I was told that it was not compatible and they would send me a new box not knowing that again it would require a contract. Again we were not told. They say they record the conversations but cannot produce the recording of them telling me about the contract. Please help.
Luck82 of Los Angeles CA (01/25/08)
I am so upset that I would punch the ceo of directv if he was near me.
I have been a loyal constumer since 2000 and need the directv sports package for my job.
Unfortunately, over the last month, my tivo has not worked properly and my reception has been inconsistent.
Two weeks ago, a Directv repairman came to my house...did a little work and said everything would be fine. He did not change anything, yet was confident the problem was solved....NOT
After making several calls through Directv's dileberate phone system...I finally had enough and decided to make my gripes known.
Scrambled pictures are just as bad as not having a picture at all.
Well, Directv could not fix the problem and I've struggled eith this for over a week....
Heather of San Benito TX (01/21/08)
We became Direct TV customers in 2003. During the original installation, we decided to purchase a DVR unit for $99. By doing so, Direct TV added a 3-year commitment requirement to our account. This was not explained to us during installation or after the account was activated. In April of 2007 we sold our house and moved to a temporary residence. At that time we decided to discontinue service with Direct TV. The customer retention department kept calling us and offered us a package deal to stay. The package included a $150 credit and a FREE DVR. However, nothing was ever mentioned about a renewal of contract with Direct TV. In November of 2007, I noticed that there was a charge for a leased DVR on my bill and a charge for two additional receivers. I called and spoke to customer service and was told that when we moved in April of '07 that we missed that promotion by two weeks.
On December 13, 2007, I called to cancel service, again, and the retention department yet again tried to retain our business by offering us some supposed deal for staying with them. After refusing the deal, our service was canceled. Nobody ever mentioned that we had a cancellation fee or a contract with Direct TV. In January of 2008 I received a bill for $198.69 for an early cancellation fee. I have called Direct TV numerous times, and a supervisor actually hung up on me mid-sentence. They informed me that, yes they did not up-hold their end of the promotion, and because we accepted the 2nd DVR (even though it was under false pretenses), we unknowingly extended our contract with them for an additional two years.
I am being forced to pay $198.69 for an early cancellation fee or re-activate my service to avoid paying this.
Eric of Needles CA (01/17/08)
I have been with Directv since its beginning when they came into my home and changed out my Primestar equipment with theirs. It's been about ten years. They made a lot of promises and I was happy enough.The customer service at that time was excellent. At one point, in 2002, I was laid off of my job and could not pay my TV bill and they let me go for a few months until I could pay it (and I paid all the back in full). Since then I've been happy with my old Hughes equipment with no problems, not realizing that Directv was undergoing changes all this time.
In Dec.07, I forgot to pay my bill (I send a money order because I don't want them charging my credit card without my approval and they will). I actually bought the money order and signed it and enveloped it and misplaced it and forgot all about it. And then about ten days ago they turned off my TV. And it's still off now. I mailed the money order a week ago, with this month's and last month's payment and called them and emailed them and I can get nothing. The operators are completely ignorant of everything and they won't answer my emails. Now, I believe, eventually they'll turn my service back on. But now they have all their money from me but I'm out ten days of service. I already resent this and the fact they turned me off in the first place after ten years of faithful patronage. My point is that Directv has changed and is not what they promised to be. I would caution anyone against signing up with Directv. I'm looking into terrestial antennas (all programming is going digital in 09 and will be much clearer) I get about eight channels. And I'm thinking about getting a (legal) Free-to-Air satellite system. It's nothing like Directv programming but it's an alternitive and I don't like the path pay satellite is taking.
Rosanne of Milton FL (01/14/08)
I wanted to cancel my satellite dish service due to not receiving what was promised. I understand that a contract requires two signatures to be legal. I did not sign any contract with them. It was an ongoing battle to even get what was required to receive any of promised items. I believe if a company does not deliver what is promised, the customer has every right to cancel the service when there is no valid contract between the parties.
DirecTV turned this account over to a collection agency when it was not legal to do so. It was interesting to see how they justified that.
Carrie of Gulf Breeze FL (01/14/08)
I canceled my DirecTV because I had to call every month to get my $10 bundled credit. I thought I only had a couple of months left, but they told me my contract had been extended when they replaced my box. The equipment they sold me broke after 6 months, and that gives them the right to extend my commitment? I said no one told me this, and I never received a customer agreement, even when I called to get one. Plus, when they sent the new box there was a threatening note to send the old box back or I would be charged up to $477. I told customer service that if the first box was mine, then I want it back, working or not. We can't do that she told me. WHY would DTV pay for Fed Ex to ship a nonrepairable box back to them just to store it in a warehouse?
I've now been turned into a collection agency called Nationwide Credit, Inc., and I've still not heard from their credit dispute dept. that I wrote to long, long ago. I purchased a good set of HD rabbit ears and I get better reception and have 3 or 4 more local channels that DTV was not providing me. STAY AWAY FROM DIRECTV, and warn all your friends and co-workers!
I've been reported to a credit agency over this $137. I've spent hours on the phone with DTV and Nationwide credit, Inc.. I've spent time writing my letters of dispute, making copies, and going to the post office so that everything is certified. I'm most distraught over my nearly perfect credit score being damaged.
Paul of Portsmouth RI (01/13/08)
On Sept. 20, 2007 I requested termination of my DIRECTV service which was initiated in June, 2004. The cancellation was predicated upon a number of service issues which could not be resolved. We (my wife and I) worked with a DIRECTV phone tech for about 30 minutes with no success (August 19). The tech then suggested a 'new box' might fix the problem. We agreed to try a different box. New box arrived August 30. Unfortunately the new cable box did not resolve the problems. Consequently, we returned new box after three weeks.
DIRECTV asserts that a new contract was entered into because we tried to fix service problems with a different cable box (at the direction of phone tech). We were never advised that trying a new cable box would result in a new one-year contract. Under no circumstances would we have agreed to this. We believe we are being victimized by an unscrupulous business practice. Letters and phone calls to their customer Service/ complaint department have yielded no results.
DIRECTV is charging a one year contract cancellation fee of $146.50 (11.5 months). When I disputed the charges,they turned it over to a collection agency. The collection agency has been harassing us with threatening letters and phone calls day and night. Please help. Thank you.
Mary of Corpus Christi TX (01/10/08)
After signing up with Direct TV service, I began to experience many problems. These problems were not resolved by Direct TV servicemen or any member of Direct TV service. First of all, I experienced problems with a DVR. I sent it in by mail & I received a replacement. After this, on the TV that had that DVR, an error message kept appearing that said ,"searching for signal." When this message appeared on the screen, the TV picture went out. The problem got to the point that the message was appearing every 5-15 minutes. We were not able to watch TV on that TV. After calling Direct TV 3 times, I concluded that their repairmen would not be able to fix the problem because none of these 3 repairmen could fix it.
Finally, the last Direct TV repairman who came said that I had 90 days to cancel the Direct TV service. So that is exactly what I did. I have never experienced such unsatisfactory service on anything ever! I do not believe that the charges are valid for the above described reasons. I therefore, do dispute the validity of this debt. Since they did not provide the services they promised in their contract which should have been working satellite TV service, I do not feel I need to fulfill my part of the contract. I will file complaint reports with the Federal Trade Commission, the Attorneys General of Texas. Arizona and California. as well as selected consumer advocacy publications and local and state consumer affairs departments. I am sending copies of this letter to these agencies and organizations.
I have received many letters received by Progressive Mgmt. Systems Collection Agency asking for payment of $371.82 to Direct TV.
David of Agoura Hills CA (01/08/08)
I called a phone # on a flier that I received in the mail for Directv. I was told that this was a number to Directv and not a reseller. They told me that other than the advertised deal on the flier ($20 off my bill for a year), that If I contacted my phone company, who is ATT, and I told them that it was ATT, I could get a $10 discount off my phone bill for a certain amount of time, if I bundled it with my Directv account. They told me if I provide them with a current account holders phone# and address, that I would get $50 off my bill as well as would the person I knew get $50 as a one time offer.
I called my T&T, and they said the deal was with Dishtv not Directv. I called Directv, and they said: sorry, but the person who signed me up should have told me that. About the referal program that they said I would get, I called and spoke to a billing person and then to a manager, and he said I would have had to call a special number to get that deal, and since I called the number off the flier I would not get that deal, either. I feel I was taken! The deal-clincher for me to sign up was the $10 off my phone bill and the $50 referal deal. I probably would not have signed up if I did not get these. I feel they should at least hold to the $50 referal program that they promised me on the phone when I signed up. Since I was told by a manager I would not get either of these deals, I don't know who else to talk to.
I am out at least $150, and the person who referred me is out $50.
Ethan of Seattle WA (01/07/08)
I signed up with Direct TV and have had the WORST EXPERIENCE OF MY LIFE. They have been the most difficult company I've ever tried to deal with. I started by signing up with an agent named Rob. He promised me cable at $39.99 per month and free movie channels for the first 3 months with no installation fee. I received my 1st bill and it was for over $100. I called customer service multiple times, usually waiting on hold for over 15 minutes. I explained my situation to numerous reps until one lady FINALLY decided to help me out. She told me that Rob had signed me up for the Premium HD receiver, Premium Movie Packages, and 2 Cable lines. He never made any of the credit adjustments he said he would. The rep. told me that she had fixed my account and that it would take a few weeks to take effect. She told me to ignore the next couple of late notices until I received the adjusted bill. I paid her $75.00 to get my service back up and running. I called Rob for a week straight leaving messages, and he wouldn't even return my calls, and still hasn't to this day.
I seriously believe this is some kind of scam. A week later my service was shut-off again. I called up and the reps told me that no one had made any changes to my account and that I needed to pay the full balance. I was furious. I had now spent over 2 hours on the phone (I kept a log) and hadn't gotten anywhere. None of the reps would listen to me, they just transfered me from one person to the next. I would spend up to an hour telling the same story, only to be transfered again. Sometimes they just hung up on me. They shut off my service for good and sent me a bill for $650 for 2 months of service! My parents co-signed since I don't have good credit, and now Direct TV won't pull the charge off their credit record even though I tried to pay the balance. They're trying to buy a house, and this is on their credit record--ruining their chances. I went through the Better Business Bureau and still no resolution. Direct TV is hands down the WORST company I have ever dealt with, and I would recommend to everyone that they stay away. They are nothing short of crooks.
My parents thought that I was simply not honoring my promise to pay my bills, and our relationship suffered tremendously. I've lost countless hours of sleep, and my nerves have been shot. Worst of all, I still have no way of fixing the hell DirectTV has put me through. I've written them, called, and they won't respond.
Evelyn of Pineville LA (01/05/08)
I ordered two hd dvr's receivers with the capability to hook up to my outside hd antenna. I got one hd dvr receiver with the outside hd antenna capability, and one without the outside hd antenna capability. The one with the outside hd antenna capability was defective and had to be replaced. Directv replaced it with a hd dvr receiver without the capability of hooking up to an outside hd antenna. Yes, thats right! I now have two hd dvr receivers that will not hook up to my outside hd antenna.
I paid $542.82 and am very dissatisfied. I called Directv and told them I didn't want these two receivers, that I ordered the hd dvr's that have the capability to hook up to my outside antenna. Directv said, "You can't request a certain receiver, you get whatever the tech has available." I then told Directv to come get their receivers and credit the $542.82 to my credit card. Directv said that to cancel the contract would cost me $200.00, plus I would lose my $542.82 because I will be breaking the contract. Directv said I had to return the two receiver's and the dish--that I did not buy them but was only renting them from Directv. What can be done?
Kathryn of Bristol, CT (01/04/08)
We have been customers of Direct TV for at least five years. I have always hated it because whenever the weather is bad our service cuts out. My husband, however, wanted the NFL Sunday Ticket that Direct TV has the exclusive rights to, therefore we have never changed.
Recently my husband decided that the Sunday Ticket was no longer worth. When I called to discuss canceling service, they informed me that I have a two-year commitment with them until August of 2009 and would be forced to pay $12.50 for each month of the contract that we do not fulfill. I asked how they came up with a date of August 2009, when we have been with Direct TV for many years, and they told me that the two year commitment begins whenever a new service is added or equipment is sent out.
In August our DVR receiver was not working correctly so I had called customer service and when the technician was unable to fix the problem over the phone, she told me that a new receiver would be sent out and I would have to return my old one. Unbeknownst to me, when the new receiver was sent out, a new two-year commitment also began!
Jeanne of Fuquay Varina NC (12/22/07)
I called on the DirectTv Free Movers Offer program. I was told there is no cost; just take the receivers, and they would install the service at the new address. I learned I was on a lease, and they secretly extended it to 11/16/09. I don't call this Free. I will be charged $470 per HD receiver. I was deceived.
I complained and it was to no avail. I asked to see this in writing and was told when I signed the completion installation order, it was in small print. Beware, people: once you sign up with direct TV, you cannot get out without paying a heavy price.
Debbie of Riverside CA (12/10/07)
I had reported picture quality issues with DirecTV since installing it in January 2004. The most significant change occurred when I added the Tivo feature, September 10, 2006, to my existing service plan. I immediately had problems with programs seizing and titling. I called Technical Support and walked through their trouble shooting process with on line techs, as instructed on numerous occasions. This still did not clear the problem. In August 2007, the service problems escalated; after a year of this, I insisted on a DirecTV tech be sent to my home. I was initially denied and told to walk through the trouble shooting method again so I spoke to a Supervisors (Kirsten, Sarah). Well, this proved to be so painful, I gave up and called DISH network to have my service changed. Incidentally, I had always carried the DirecTV monthly protection plan which is supposed to cover service visits!
On September 12, I called DirecTV and spoke to Bradley regarding where to send all of the DirecTV receivers. During this conversation, Bradley asked me why I disconnected my service. I relayed my past years experience, hoping this might fall on someone's ears who might care and want to improve their process. October 26, I received a bill for $287.01--Early Cancellation Fee! I called and spoke to Tina (in the Philippines) who explained that when I added the Tivo feature to my service, my contract was automatically renewed for 2 more years. What a surprise, how does DirecTV do this without written authorization or involvement from the CUSTOMER? After further discussion, Tina indicated she could credit the fee in it's entirety and indicated it would take 3 to 7 days approval process.
On November 9, I received another bill with $150.00 credit and a $137.01 balance due. I called and spoke to three more people; Rocio, Barbara (Texas) and her manager, Ignacio (ID 10745714). I was told this charge would be enforced because it was a prorated amount for the extended contract. Ignacio told me to write a letter of dispute. I submitted a letter of dispute on November 26 and have not received a reply. However, for over 1 week, I have been receiving several calls per day from Allied Interest (323 372-6320) - a Billing Collection Agency. This charge is not justified, nor was I ever informed of any clause or extended contract requirement for adding an enhancement (that never worked!) to my service. Based on principle alone, I do not want to pay these people. What can I do, please?
Kathy of Sturgis KY (11/30/07)
I am an original Primestar customer that was grandfathered into DirecTV with Primestar's satellite being blown up. I am classified as a rental customer and due to that I have a few privledges that the other DirecTV customers do not receive, yet DirecTV is trying their best to keep me in the 1990's technology age as they will not allow me to upgrade to a DVR or HD package unless I agree to change my account . I know it can be done, they just don't want me receiving the rental status they agreed to give the Primestar customers to originally get them to connect to DirecTV. That is WRONG no matter how you look at it. None of these restrictions were in the contract when we became DirecTV customers. I also still have an e-mail showing that I qualified for a $10 discount each month because of the type of programming I have and PAY for with DirecTV and BellSouth, now AT&T, and they will not honor that because I am a rental customer. I might add that for well over a year they kept telling me that I should be receiving it within the next month or so, only with me having to repeatedly calling them on numberous occasions. They have no problem raising my rental programming fees each year, yet give me nothing in return! When my son ordered DirecTV they promised him a DVD player and promised many times that it was being sent only to find out that they would not send it because he signed up for the DirecTV service through BellSouth, yet DirecTV kept telling him it was in the mail. He finally got feed up with them and switched to Time Warner after about 10 months. My sister, her two sons, and myself have all encountered very rude people when calling to speak with someone at DirecTV.
I use to send people to DirecTV, but no longer feel confident in doing so. I have spent many hours on the phone trying to get what I know that I am entitled to as a consumer. As stated before they raise my programming fees each year and still will not allow me to upgrade as a rental customer to the DVR and pay the additional monthly fee or to the HD and pay the additional monthly fee without changing my account status. I have much more that I have had to argue with them about before they would agree to follow through with what was right, but not enough time to write it.
Jay of Merritt Island FL (11/28/07)
On Nov 28th, after only 6 weeks of interrupted and frustrating service from Direct TV, I have cancelled my service with them. It wasnt just pixel blobs this was total NO SIGNAL on all channel problems. Today, I first called Customer Service and was dropped by a guy named Jay when I explained I wanted to cancel my service. Then, I was dropped off the line by Direct TVs automated system 2 times before I finally talked to a person. The manager was polite but was unable to offer me any compensation and to expect a $275.00 cancellation fee. This for a service that does not work as advertised. Do NOT believe the promo/hype its a poor service with a broken business model that is propped up by a nail in the head? contract.
Larry of Raleigh NC (11/21/07)
After Direct TV's many frustrating broken promises, poor service, and damaged property, I discontinued my service, talked to a resolution specialist, worked out a final balance, received a bill for that amount, paid that amount, and marked my check as final payment. I disconnected the DTV units and gave them away (were mine as I had had them long enough to own them). I continued to get a monthly bill; each time I called and told them I was no longer a customer, mailed the bill back with the same notation--with no response. Finally, I get a disconnect notice for a service which I did not have and a final bill, which has been turned over to multiple collections services.
The NC Consumers Relations/Attorney General's group in NC can't make DirectTV do anything but return form letters. DTV does not own any assets in NC so you can't file a claim in small claims court. DTV is totally unregulated in the state of NC. I even contacted BellSouth/ATT, who is a business partner with DTV and who solicited my business, and they initially offered to assist, but were also blown away by DTV. (I listened to a BellSouth supervisor talk to a DTV supervisor and it was ugly). Bellsouth, not AT&T's Atlanta legal department could not touch them or did not want to deal with DTV who know they are totally safe from any form of regulation. BUYER BEWARE is good advice when dealing with DTV, you are totally at their mercy, they have defeated the attorney general and ATT's legal department, so they got their act together. The federal government is moving away from regulation and does not want to get involved.
I have a damaged interior wall, damaged side of home from multiple poor installation attempts, lost time from work due to missed appointments, huge amounts of time dealing with consumer relations, attorney general, Bellsouth and other regulatory groups; and continued harassment from collectors that DTV continues to sell the invalid debt to.
Brian of Yankeetown FL (11/21/07)
Direct TV promised local channels, but now they tell me they are unavailable in my area. I have requested that service be canceled, however they have demanded several hundred dollars' compensation. There is a $500 disconnect fee.
Brian of Chaska, MN (11/15/07)
We just got billed a large early termination fee by Directv. I have been with them for over 2 years. It turns out when my defective receiver was replaced in the summer, they signed me up for 2 years without telling me.
Crisi of Riverbank, CA (11/13/07)
Our Tivo broke and we were offered a DVR replacement with a 2 year extension on our programming. We agreed because we were told the DVR would record programming as the Tivo had. IT DOESN'T.
We called numerous times within 30 days to complain or request help because unlike Tivo, that will record to the max capacity, the DVR can't handle a large to do list.
Long story short and a 2 hour phone call later, we are stuck in the 2 year contract extension for a product that doesn't work. To cancel, we are obligated to $275 for cancellation of the programming contract extension of 2 years and $300+ for the DVR unit.
Alan of Mesquite TX (10/29/07)
I was told by a DIRECTV sales representative that I would not be charged for an extra receiver and would get ESPN and TNT for the basic plan. I verified this several times. He told me all I had to pay was $30 + tax. I signed up and a few days later found out the truth from the installer about the extra payment for the DVR, the extra receiver--and said channels were not in the package. The working package would be $50 + tax. I canceled and now am out $20 for the delivery fee. This could have been avoided if the sales guy had just told me the truth. Totally a bait & switch scam.
Mae of Port Charlotte FL (10/29/07)
I ordered DirectTV and been with them for a year. I did not realize that all this time we have a contract with them, for how long, Every time we add or upgrade something, they extend our contract or pay a cancellation fee. I have been having problems with the service way before I even had HD. They have sent 3 repair person/installers, but I am still having the same issue. I have called them about the HD and wanted to cancel and return the equipment, but they told me that I cannot return the item after it was delivered. This is ridiculous!
They offered me free Cinemax but bill me every month for it. They stated that they give me credit in the next month's bill. So every other month, they bill me for something they offered me for free. I have called to cancel my account immediately but they scheduled my cancellation 2 weeks after so they could bill me the full month. What other kind of scams are they doing?
The last time I spoke with them, Direct TV will keep billing me $20 dollars every month until I finish my 2 year contract plus whatever remaining balance I have and cancellation fee. How could they hold their customer to their contracts with such terrible service?
Kieran of Carver MN (10/27/07)
I canceled my DirecTV service in mid-April after 7 years. To date I cannot get DirecTV to refund the balance of my account. In July I was told a check had been sent. By September they said the amount had been refunded electronically to my bank account: not true. The moral of this story is DO NOT USE THE AUTOPAY SERVICE; PAY MONTHLY BY CHECK. I still cannot get DirecTV to refund the $30 I am owed.
Extreme aggravation and frustration. It's like the school bully who takes your lunch money and won't return it.
Debra of Hickory Hills IL (10/27/07)
I just read the article about AT&T Charging people in California for their Receivers that were damaged in fires. I live in Illinois and our house burned down last February of 2007, DirecTV charged us $300 for each of the receives we had, and would not cancel our service. We could put the service on hold, or pay a cancellation fee. Our Termination ends in November, and I now have to see if we can afford the termination fee, or pay monthly for something we do not have.
Victoria of Rock Springs WY (10/25/07)
I moved recently and received a phone called from Qwest and they said I could get phone, internet, and DirecTV for $99.95 per month. So I said OK. I was not at all happy with DirecTV. I had numerous problems and when I phoned them, not only was I subjected to waits of at least 15 minutes, customer service would tell me to hold on and put me on hold and then hang up on me. One of the many example of problems is the number of channels promised. I would estimate that about a third of these channels were Pay Per View channels, and to use them I would have had to pay extra money. The vast majority of channels were not subscribed to - Call Customer Service. Also I did not receive the National Geographic Channel, even though I was promised this would be included. So I called to cancel. They sent me boxes to return their equipment, along with reminders that I had to return the equipment right away. I returned the equipment and now, a few weeks later, I receive a Early Cancellation Fee bill for $125. At no time did anyone say there would be an early cancellation fee. In fact, I was told quite clearly that I could cancel any time. Furthermore, I looked at the contract which I signed when the DirecTv was installed, and nowhere on it is any early cancellation fee mentioned.
This was incredibly inconvenient. Promises were made which were not at all true, clearly intentional distortions of the truth occurred, and now this bill which apparently is some sort of revenge has been sent. The customer service is horrendous, the customer service reps rude, and company practices are dishonest. I am absolutely shocked at these deceptive practices.
Abraham of Emerald Hills CA (10/19/07)
I just got off the phone with a very rude DirecTV customer service representative who told me that I can no longer receive HD on my Tivo HD DVR. I paid $1,000 for that Tivo DVR and it worked fine until the past week. This rude person told me I have to replace it with the inferior DirecTV HD DVR (I know it is an inferior product as I own one in another room). When I asked why I was never notified in advance that I would have to replace the equipment, her response was that it was in the newspapers! Is that how they communicate with their customers? DirecTV did send multiple email notices telling me how happy I would be with all the new HD channels. But they never once said these channels would all stop working unless I threw out my $1000 receiver and paid them another $300. They should have notified their Tivo customers this was happening and offered a free or discounted replacement unit. Instead, the signal stops working and when you call to find out what happened, they slap you with a $300 bill if you want to continue to get what you already had paid for.
I now have to throw away a $1,000 Tivo HD DVR device and buy an inferior $300 replacement box simply to get what I already was getting only a week ago. Without any forewarning.
Rebecca of Alto MI (10/13/07)
We called Direct tv to inquire about the college game day package. We were told by the representative that we would receive TOP Team games. However, as the season got into it, that was such a misrepresentation! Example, today Michigan played and we couldn't get the game any where. Also, California played and again, couldn't get the game on any where. We called to complain about how horrible it is and how we felt mislead. The customer service person (after putting us on hold for 15 minutes) said he would refund $25. We asked to speak to a manager and we were place on hold for over 45 minutes.
We hung up and called back. This time I talked to Kim and explained I wanted a supervisor and had no desire to be put on hold for another 45 minutes. The supervisor listen to my complaint and did refund half back and was pleasant. My complaint is about 1) their customer service 2) misrepresentation of the facts.
David of Elmwood Park NJ (10/13/07)
Switch to Direct TV due to the promise of 100% digital channels, good service, reliable vs Cable, crystal clear pictures. Not everything is true. You do get 100% digital channels, crystal clear picture if you have signal, no picture if you don't have good signal. their claim that weather does not effect the picture is a total lie. if weather altered your sat receiver, you will not get picture, it will take them up to a week before you get it fixed, if you didn't sign up for the protection program then you have to pay them to fix it where cable will not charge you a dime.
You also get excellent customer service when you order, but for service after you order. Good luck, it takes 30 min waiting on the phone before you can speak to someone who will tell you shut the receiver down and start it up, program your receiver, all will take another 20-30 min at the end if it is still not fixed. Well you got to pay up to get either a new receiver or for someone to come in and adjust the sat receiver to get better signal, that is unless you sign up the protection plan they have. At the end, it is no way near the reliability cable have and that Direct TV will charge you for everything in regards to service except for telling you to shut down the receiver part which is on the house.
Cynthia of Lafayette, LA (10/07/07)
I switched to Direct TV in 8/06, and was given an enticement package for a trial period. At the end of the trial, I phoned to request the services that I wanted to retain and cancel what I did not, including NFL Sunday Ticket.
I discovered in Oct. that I was auto billed for NFL Sunday Ticket, that my records clearly indicated were canceled in '06. I was told by a Direct TV employee that I would be given a very hard time for requesting this service be canceled and a credit issued even though it was a Direct TV error.
She clearly indicated their relationship with NFL is very political and they scrutinize every transaction. I was flatly denied cancellation of this service.
Neal of Hickory NC (09/30/07)
I have been looking to find the $50 credit on my bill for several months now. I called 9-29-07 (10:40 PM) and talked to Isaac with regard to removing HBO & Starz from my Service. I then mentioned that I was to get a $50 credit on my bill. I was not successful in receiving my credit with Isaac and I then asked to speak with a Supervisor. I began speaking with Martha around 10:57 PM (EDT) and was on hold until approximately 11:03 PM (EDT). When Martha returned to the line at approximately 11:17, she was not able to get a Supervisor and she insisted that I talk to her. After I went through the explanation once more, she did offer me a $30 credit. I explained that I was looking for the Supervisor because I did feel as though I was being taken advantage of.
I am out $29.95 for the LNB that I received and did not order. I am out $30.00 for the round dish I had to purchase in order to receive the services I have purchased. I have around 35 hours invested in telephone calls to attempt to get what they should have provided me with in the first place!
Mary of Tallahassee FL (09/29/07)
I told the sales representative that I only wanted DIRECTV if the YES station was available so that I could view Yankee games. The sales representative said the YES station was available in my area in their premium package only. I specifically asked three times if I would be able to view all of the Yankee games that YES carried. I was told yes. When the game was to start, boom, the screen goes black. I was told that I would be able to see none of the Yankee games on YES in Tallahassee because they are blacked out. This was what I specifically asked before I made the decision to purchase DIRECTV.
$235 up front in charges that I would not have spent if I knew YES Yankee games would not be provided. Physical damage to my house where a square was cut through the soffit of my home to run wires from the roof down to the connection on the side of the house from the dish, which is mounted on my roof.
John of Licking, MO (08/31/07)
I have been in a running battle with Directv for three weeks. I am a paying customer and have been for years. I have all the services including their insurance.
My problem is a small one. A 10-minute fix. We had it once before, no problem. This time we can not get them to come out and fix it. They just refuse.
They have canceled SIX appointments. The past two appointments they didn't even bother to call, they just didn't show. There is no accountability.
Diane of West Springfield MA (08/09/07)
First of all I received a call regarding direct tv and how I should purchase it, how great it was, not to worry about weather conditions, etc. etc. that it would be great. Well I got it installed and I'm sorry I did. When it sprinkles my tv goes blank after being told it wouldn't happen. I was also told that I would get $50.00 and my niece would get $50.00 for referring me, that never happened. I was also told I could get a rebate which I didn't get either. I am very upset with these people and I have been lied to since the first day.
I made a call, someone was suppose to come to my home. I waited all day to find out he couldn't make it, was told his supervisor would come the following day which he didn't and nobody even gave me the courtesy of calling me. Then I'm told if I want it fixed I have to pay $70.00 which was never mentioned to me.
John of Lexington NC (08/03/07)
1. Name spelled wrong on billing.
2. Did not get programing that was ordered.
3. The installer did not explain services or how to operate equipment.
4. Was told several times that there would be no extra charges other than what had been quoted at the time of ordering.
5. Was told that we could cancel at any time if we were not satisfied {without a cancellation fee}.
Richard of Knightdale NC (08/01/07)
My problem started back when Direct TV applied a payment to my account by mistake (there mistake). When they found there mistake I was told to give them a copy of my credit card statement that they said they put the payment back into. They would not tell me what (name) credit card they put the money into. Later, I told them I did check and know payment was put in any of my three credit card accounts. When I made an attempt to pay my bill I was told a different amount then what was on my bill I had received in the mail.
Then on the 23rd of July with out notice Direct TV cut off my service, without any cancellation notice. When I called them to turn it back on, the amount had changed again. On July 30th, my pay channels were turned off. And this was after I told them (on the 23rd) that I would be making a payment on the 1st of August. I just got off the phone with a Supervisor name Mark. He was very nasty and very rude.
Lisa of Hudson WI (07/31/07)
We cancelled our dish service late in February 2007. They told me that they would issue a check by mail for the $102.00 credit they owed me. It is now August 1st tomorrow, and I still have not received a check despite many calls to their customer service department, and much time spent on hold during each call while they documented my call. Each call was concluded by the customer service rep explaining that I should receive the check within 6 weeks.
I still have not received my money back. I am a stay at home mom of 2 busy kids and I have spent hours of time on the phone trying to get our money back. I now will have to file against them in small claims court.
Gary of Dallas OR (07/26/07)
We signed up for direct tv for their ad pacakage. Since then we have had technicians out 4 times.Per their advertisement we were to receive dvd player. we received one broken about 2 months ago. has not been returned.our pacakage was for 2 receivers and 250 channels for 49.99 per month. since then we have paid $90.00,$81.00,$59.99 This company has not lived up to their advertizing or consumer pacakage programs. yet we have to stay with them for not living up to their end of the contract.
Steve of Thermopolis WY (07/10/07)
I ordered Direct TV and was told we would have certain Channels. after it was installed we found out We did not have local channels and the channels we where told. We canceled and they turned me over to collections. Direct TV sent me a form letter saying I terminated my agrrement early and turned my account over to a collection agency
Katrina of Cornelius OR (06/27/07)
We signed up for service for DirectTV about two years ago and purchased the equiptment instead of leasing it. After a year with the contract we bought a dvr at curcuit city. They still advertise the sale of the dvr for dtv for $99.00, which is the same price we paid for it. We brought it home and upgraded our package. We did not ask to renew the contract for another two years and they never once told us that they were now the new owners of our dvr!
Charles of Dyer IN (06/26/07)
Seems as though every few months we have to call Direct TV to have our DVR replaced. We have to reset the unit every couple days. We used to have TIVO, but now Direct TV makes their own garbage DVR's. They are the worst company to do business with, not to mention all the time on the phone trying to get someone to talk to.
Jeanette of Bedford OH (06/10/07)
I canceled my service at the end of my contract. They advised me I needed to return the satelite boxes. No problem. They were suppose to send a kit (boxes and postage) to send the satelite boxes back to the new address we moved to. They sent them to the old address. How did I find this out? They charged my bank card, without my authorization or approval, $246. When I called to have them reverse the charges they said they couldn't until my boxes were returned, even though they sent them to the wrong address. I didn't know they could charge my card without my authorization or approval.
Jodie of West Bend WI (06/09/07)
Dealing with Directv is certainly not a piece of cake, unless you are signing up with them. Last June I bought/leased a Directv DVR Plus from Walmart and activated it knowing that I had a two year commitment, but three employees of Directv told me that if I find I don't like it within the first week, they would work with me. Within the first hour, I found that it wasn't anywhere near the level of the Directv w/Tivo unit I had so I called them immediately, and of course, there was nothing they could do for me, I was in a two year commitment. Since this wasn't as good as our Tivo unit, I put it in our Master bedroom so we would use it just as a second unit to rewind live tv and tape a show to watch later, nothing like we use the Tivo unit. Within the first month of having the unit, there was a problem, and after a couple of months, they decided to send out another unit. Before they sent out the unit, I confirmed three times on that call that it wouldn't affect my contract. So I get the replacement unit and that one has problems, and they sent out another receiver but not before I asked a minimum of three times in that conversation that my contract would be affected. This happend two more times, unfortunately with my most recent time, in April, after confirming again that my contract wouldn't be affected, they now extended my contract to April 2009. I found this out because I called about a billing issue for the third month in a row and during that call, as with all calls, I confirmed my contract date. When I found out that my contract was extended I told them that they shouldn't have done that and I wanted out of my contract without any kind of penalty due to all of the problems I was having. They told me that there was nothing they can do about it because I activated that unit and I was locked into the two year contract. After arguing with that rep for 1/2 hour I hung up the phone with my contract still at April 2009. I have had to call them many times (too many times to count) due to problems with my unit and because they don't believe a problem is happening unless you call them EVERY TIME it happens, that is exactly what I do and then I tell them about my issue with my contract, and each time they say there is nothing they can do because I activated the unit and they can't adjust my contract.
Dawn of West Jorday, UT (05/24/07)
Have had Direct TV for 8 yrs. I called in 1/07 and complained that my tivo receiver was acting up. They told me they knew those recievers had a problem and that they could send me out a new one that same day. I was also told that they would take $15 off my next 6 bills. I got a new reciever in 2/07. Not ONCE did anyone tell me that by accepting that new reciever I would be locked into a contract for 2 yrs.
When I called them in 4/07 to ask why I had not seen the credits on my acct, I was told that there was no way anyone could issue me those credits and that I was mislead.
Larry of Fredericksburg, VA (03/27/07)
I specifically signed up for month-to-month billing with DirecTV to maintain the flexibility to cancel the service should we be dissatisfied or find a better offer. I never signed a contract stating there was a commitment of two years with the HD. We gladly accepted the extra costs involved with installing the dish but we were never informed of a two year agreement.
I recently tried to cancel the service and was informed that I will be charged $187 for early cancellation. I will still do it because I will save $420 by switching to Comcast and taking the $29.95/mth offer that includes HBO, Showtime, and Starz.
Lynn of Denmark SC (03/17/07)
I purchased DirecTV 7/06 and upon installation I was advised that I would receive a free portable DVD player as of this date I have not. I called they had the wrong mailing address and I was advised that I needed my first month bill along with the redemption form that they finally sent me. I asked could they also generate me a copy of my first months bill they told me that I had to go on line when I attempted to go online to retrieve my bill copy it will only allow me to go back to October.
Michael of Loveland OH (02/25/07)
In August, I paid $399 for an equipment upgrade to HD, with a DVR. The local channels were not available yet, but I was told that if I paid them at that point they would upgrade me immediately to the new equipment at no charge. Later I called DirecTV and was told I wasn't even on the waiting list and the person should not have told me I would be upgraded. I have spent countless hours on the phone and on hold with them. On February 2, I was told I was being credited $339. Yesterday, I received a bill saying my account was past due. I called earlier today and I was told that the person didn't document that credit and that she should not have given me any credit. All sales are final and I am due nothing. I was also informed that I would owe them money if I disconnected. My view is that I was lied to and I paid them $399 six months ago for something I have yet to receive.
Lara of Wheat Ridge CO (01/23/07)
I called Direct TV to make CERTAIN I had no contract. I clarified this on the phone several times. They told me, multiple times, that I could cancel whenever I wanted at no penalty. I tried to cancel and Christina actually told me that although she had my call on record, it wasn't their fault that the representative had lied to me. And while I am not under "contract," I am under a "commitment" (!) -- which is "not legally binding" but "unbreakable". Thus, they will not let me cancel without charging me the full two-year fee. I do not want to give another cent to this company. I can't afford their service and I want out immediately.
Chris of Las Vegas, NV (01/15/07)
I called direct TV to cancel my service due to the fact that I was changing to a another carrier that cost half as much. They tried to talk me into staying with them, but after about 20 minutes, the guy said that I had a 2-year agreement and they would charge me a cancellation fee.
I never signed a contract for a 2-year service, and when I signed up I asked asked and was told that there was no cancellation fee. They said they would just send me a recovery kit to send the boxes back. Now months later, when I want to cancel, they tell me I signed up for 2 years!
I asked the guy to send me a copy of this 2-year service agreement but he told me that he would not send me anything. When I told him that I would pay no cancellation fee, he hung up on me.
I called back to see if he cancelled my service and he had not.
Rao of Santa Barbara, CA (01/14/07)
Direct TV replaced my broken down DVR, during the later part of an original 2-year contract, after being unable to fix it. The person who ordered this replacement, as well as another person in their Customer Service, assured me that this comes with no new commitment. Yet now I am told that there is a new 2-year commitment as soon as I installed the replacement. This was not spelled out explicitly either orally or in writing anywhere. They say it is "Company policy".
Cheryl of Anaheim Hills, CA (01/05/07)
We signed up Dec. 30 for Directv through Costco, at which time we were told we had a 30-day cancellation period. The installer also confirmed the 30-day cancellation period.
When we called Directv to cancel today (January 5) we were told that the cancellation period was 3 days and that the cancellation fee was $137.50.
I think these people are crooks and should be avoided at all costs.
Angela of Killeen TX (01/02/07)
I signed on with DIRECTV in March 2006 and the salesman said I can cancel my service anytime. When I asked about any disconnection charges he said that as long as I returned the equipment I would not be charged. He said after two years then I get to keep the equipment.
By August, 2006 my DVR stopped working correctly. We were resetting the system up to 10 times a day. We called customer service and they said they'd send me a new DVR at no charge. I received a new DVR within a few days and it worked fine until now. We returned the old one. We were charged $20.00 which was reflected on the next bill. I paid it even though I was told at NO CHARGE.
As of January, 2007 I am having all the same problems as I did with the last DVR. Called customer service this time with the intention of canceling service and was told it would cost $250.00 since our contract was two years. I told them what the sales guy said and was told it wasn't true. I was also told that our contract wasn't up until August, 2008 because when the replacement was sent, that extended our contract. You pay for a service but the service does not work. The only option to correct service is to get a new DVR which then extends your contract. When does it end? I will never go back to Direct TV. I am gladly paying the $250.00 to get out of this nonsense.
Kevin of Racine WI (12/28/06)
Purchased a DIRECTV HR10 on 06/26/06, and returned the box on 06/28/06 and I'm now being charged $470.00 for not returning the box to DIRECTV. I've been a customer for about 7 years and OWN two other boxes and don't remember receiving any information about the so-called lease program. I was not told anything over the phone about this being a leased box when I called to activate the service, and the rep actually recommended I bring the box back, as DIRECTV was in the process of changing the satellite dish for HD boxes from the 3 lnb dish to a 5 lnb and that I would not be able to receive all the HD programming.
I have the receipt from Best Buy and it also does not say anything on the receipt about any lease agreement and nothing about not being able to return the box, just the same old return policy. I've talked to DIRECTV until I was blue in the face and have gotten no where and have no idea what to do next. I have to pay 470.00 for a box I no longer have.
Michele of Atlanta, GA (09/19/06)
I called today five times to schedule a repair appointment. The first call was disconnected. The next three calls were put on hold for over 30 minutes EACH. When I finally spoke to a representative I was disconnected.
I called the 6th time and spoke with Carla, and when I asked to speak with a supervisor I was placed on hold for 40 minutes. Carla come back on line twice to tell me Supervisor was busy.
I have no service and couldn't schedule a service appointment.
Scott of Pensacola, FL (09/19/06)
I was told when we ordered this service (I use that term loosely) that we had a 30-day trial period to cancel, at no additonal charges, if we did not like it. After spending about 15 hours on the phone with them, in the first 27 days of service, I told them to cancel my service. The supervisor informed me I was under a 24 month contract.
When I explained that I was still in my 30-day trial period, he laughed and told me there was no such thing. I have never signed anything with these people! How can I be held to a contract that I have never signed or have even seen?
The installer left a copy of the installation record here with a place to sign, but I never signed it. I think I will throw this dish and DVR box away, and call Direct TV and ask them why they are charging me for a service I never signed up for. What do you think?
Joseph of Cranford, NJ (09/13/06)
I have been charged for equipment that was sent back to Direct TV via Fed Ex.
My name is now in a collections agency for failure to pay a bill for something that does not exist and it is damaging my good credit. I have tried to contact both parties but I am still suffering from this.
Nancy of Suffield ,CT (08/25/06)
I own a home. My previous renters subscribed to direct tv and had a dish placed on the roof. They have moved and I asked that the dish be removed. I was told that my renters had signed a contract that they owned the property.
I then questioned the commercial that states, "take your box and leave your dish". DirecTV said I was not a customer so I should get on my roof and remove it!
Bebe of Auburn, CA (06/14/06)
I subscribed to Direct TV in January of this year. At that time the ad included the satellite and installation plus one of four gifts. Today is June 13th and I've yet to receive my free gift which was the Home Theater w/built-in DVD Player.
I have made numerous contacts with Direct TV to receive my free gift and worked with Bill in customer service. He has assured me that he will contact the responsible contractor to remedy this matter. I'm hopeful but skeptical of positive results due to my previous experiences.
Shawn of Woodland Hills, CA (05/18/06)
I wanted to upgrade to a HD DVR in time for World Cup. I was going to switch to Cable but the new units did not connect directly to my old HD TV so I called DirecTV. I agreed not to cancel for 1-year after they gave me their HD service free for 3 months, along with a couple of other discounts for the next 6-12 months.
Within a week, I found out that I can use a $250 gadget to connect my old TV to newer DVR units. I also found, out through the internet, that some people were getting the DVR unit for as low as $99, so I called DirecTV to work out a deal with them. They said that the cheapest they could sell me their unit was $250.
I told DirecTV that I wanted to cancel since the cable company would give me their equipment for free. This is when they told me that I would still have to pay $12.50 a month for the 1-year contract to cancel. It had not been more than a week since I made the agreement, but I would have to pay this fee even if it was only an hour!
Margaret of Atlanta GA (04/23/06)
On April 23 at 8:55 p.m. I had no signal on any Direct TV HBO channels. I had signals on all other channels, and had the same situation on all four television sets. I was dropped off the line by Direct TVs automated system three times before I finally talked to a person. The tech (Dawn) was unable to fix the problem. I was sent to make a service appointment and was picked up by "Amber." She was only able to make an appoint on Wednesday, April 26 from 1-5. I was told no appointments were available outside of 9-5 and the only way to do the appointment was to sit in my house for four hours.
Amber was not just unsympathetic, she was downright rude. She lectured me about how these things were usually the customer's fault. I find it hard to believe since I have the same situation on all four televisions. She also seemed to see no problem with me ending up being on the phone dialing or dealing with them for forty minutes, that I was dropped off the line, and basically, Amber saw nothing wrong with me paying for a service I am not getting in a timely fashion. In addition, I pay a premium for "free" service calls.
1. I am not receiving the service I am paying for.
2. I have to take vacation time from work. My hourly salary is $39. As far as I'm concerned, Direct TV will owe me $156 for taking Wednesday, April 26 off work from 1-5.
3. Stress from dealing with rude personnel.
4. 40 minutes of my time to try and resolve an issue that remains unresolved.
Brian of Macungie PA (03/24/06)
Direct tv promised me a 200.00 rebate if I upgraded the hd service which I paid an extra 100.00.they sent me a letter stating they made a mistake and would not give me the rebate even after I committed to the service.
Zuzana of Schwenksville PA (03/14/06)
After many problems with my DIRECTV and missing programs due to my DVR not working properly, I tried getting restitution with Customer service for missed programming for which I was expected to pay. The customer service reps I talked to were aggressive and unhelpful so I finally decided to cancel the service out of disgust. I cancelled the end of February before new month charges were due. Not only did they not cancel the service, but charged my credit card for another month of service $93 (I had switched to COMCAST on 2/8/2006!).
After calling them, they agreed they made a mistake and would refund the money but it would take 6-8 weeks for me to receive my refund. Why do I have to wait 6-8 weeks for money they shouldn't have taken anyway!?!?!?! It took 5 minutes to get the money from my credit card, why can’t they just credit it back? After again several unsatisfactory conversations with their customer service dept, they said that's the way it is and nothing could be done. IS this legal? What scam artists!!!!! Mutliply this by several 1000 people and they have quite a bit of extra money in their coffers to earn interest on, interesting no? I will never deal with DIRECTV again! Let’s see if I get my refund…
Sung of Canoga Park, CA, writes:
SSD, Inc. is a satellite service provider for DirecTV. Although I only used their services for less than 1 year, they continue to bill me at $60 per month.
I was told that I am under a 5-year obligation under their contract even though I discontinued satellite usage approximately 5 months after services began.
They tell me I owe a balance of $3,535.81 to date and threatened to send my account to a collections agency.
Well, they may be right. Have you read the contract you signed when you started the service? You may be liable even though you discontinued service.
L.G. of Jupiter, FL, writes:
I was a U.S. Satellite customer. paying $16.95/mo for Showtime and HBO. DirecTV bought U.S. Satellite and informed me the minimum rate for my package would be $25.44/mo
I've been trying to cancel the service since 8/22/99. It seems DirecTV only provides assistance for new customers signing up. I have asked for phone numbers that I may call to cancel, only to get programmed phone lines that ultimately respond saying they lack the manpower to handle the calls.
Meantime I'm being billed because I'm unable to cancel. I even tried their website which they direct people to. Please help or advise.
Like Sung, L.G. needs to read his contract. If DirecTV assumed USSB's agreements (as it undoubtedly did), it is then bound by whatever terms are in L.G.'s original agreement with USSB. The contract may permit rate increases.
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May 17 2008
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